TrustRadius
Conversocial is a social customer service software that enables companies to engage in large volumes of social media conversations with their customers. The cloud-based software combines intelligent prioritization with team management workflows to enable companies to quickly and efficiently join and create conversations with their customers. Companies including Hertz, Tesco, Groupon, and Go Daddy have seen decreases in time and cost to serve by using Conversocial.https://media.trustradius.com/product-logos/kM/M2/A93TGOK6PMTQ.PNGConversocial...more like ConverAwesomeConversocial is used by our Digital Marketing team to manage workflow for our social media channels.,Increases productivity by reducing the amount of time spent responding and monitoring our highly active social media channels. History of interactions are grouped by individual conversations providing quick and easy research options. Customer support is beyond fantastic. Questions are answered almost immediately from the Conversocial team.,It could be easier to group together individuals who have interacted with out brand the most.,Increased employee efficiency Drastically eeduced number of "lost" or "forgotten" cases Allows digital team to provide better service and research support to the Customer Relations team,10,,10,10,10,10,10JackThreads' use of Conversocial for Social Customer ServiceAllows us to handle social volume at an extremely productive rate while still gathering dispositioning data on customer interactions. We're able to easily download data sets for business analysis and anecdotal evidence. Allows us to proactively provide service to customers who have not yet directly reached out to our department, which increases our likelihood of recovering those customers.,Training/approval modules are useful, but it's difficult to collaborate dynamically in helping agents rewrite their responses if they're not approved. It's possible to either reject or approve an outgoing message from an agent, but it's difficult to edit the message and make some suggestions to send back to the agent and have him modify it before re-submitting for approval.,With a contact per hour rate 7-10 X faster than before, we're saving on cost per contact.,9,,2,2,Conversocial allows us to connect with customers who reach out to us over social media effectively and provide resolutions that exceed their expectations and industry standards. Conversocial gives us the ability to efficiently proactively search for customers who need help with service issues, order conversion, or product recommendations.,9,,Vendor implemented,10,Online training Self-taught,9,The basics are easy to learn, but to achieve full efficiency, I would recommend some training.,No,9,10,9,10,We're actively looking for ways to integrate Conversocial with our own Facebook API/log-in tool.Conversocial ReviewConversocial is currently used by the social media team to monitor all of the brand's Facebook accounts. We currently have 7 users who monitor and reply to posts and comments. We are able to assign messages to various team members, as well as track sentiment and other metrics. This allows us to more easily listen to our communities and engage our fans and customers.,The latest version of Conversocial (called Conversations) brings messages together grouped by conversation or discussion topic. This allows us to quickly see related messages before assigning or responding to a post. Conversocial allows us to view all the posts from our various channels in one inbox, or to choose which channels to view. With 50+ different Facebook accounts to monitor, this is a huge time saver for us. We can also filter by only private messages. Notes made on individual comments are now visible in the main view, as is the whole action history for those comments, allowing us to have all the information we need to make decisions. Another feature I love is the ability to simply scroll up or down to view older or newer messages from a user whose comment you have selected in the main view. Keyboard shortcuts allow for quick and easy marking of sentiment. They even have keys that mark the sentiment and archive the post at once, saving us extra clicks.,Conversocial has a start on analytics, especially with the ability to change time periods to view, but more features are needed here. User profile information is shown on the right now, but for this to be really useful, we need to be able to edit this information and to store additional data we find on each user. Getting through a large number of posts (50+) can sometimes be difficult because they are all arrayed on the left, but only about 20 per page show, and longer messages do not show completely in that view. You can use the check boxes on the left to select multiple messages and assign or archive them all at once. This is not a big issue but could be improved.,10,Increased employee efficiency Better customer service because we can respond to our customers and potential customers faster and on their preferred channel.,,9,Yes,Price Product Features Product Usability,A free demo period would be useful, as other vendors are currently offering.,9,Yes,When I asked support why the number of conversations shown in analytics was higher than the number of messages shown, instead of lower as it usually was, the responding rep went above and beyond in exploring the issue and explaining it.,Assigning posts to team members. I can select multiple posts at once and then select the team member from a drop-down menu. Adding tags to posts. Shortcut keys make this even easier. Viewing previous interactions from the user I have selected - they all show up in the main view, just scroll down or scroll up. Banning a user from Facebook. This can be done from within Conversocial with just a click and a confirmation. Choosing which Platform/channel to view items from. One can also select multiple channels and all items come into the unified queue. View simple analytics for a selected time period, such as # of items tagged with specific tags, or # items each team member responded to and average handling times. For Twitter, I love how Conversocial readily shows the selected user's profile info on the right, including number of followers. In our other tool, Radian 6, this requires an additional two clicks and takes time to load, making it faster to just click though to the web profile.,Ban a user from several brand Facebook pages at once - this is not supported, you have to ban the user from each page one by one. For a brand with 60+ pages, this can be frustrating when it happens. Analytics - they need more comprehensive analytics, which they are working on. Conversocial's search feature can be frustrating sometimes. When searching for a user profile name, for example, it seems that it sometimes finds it and other times does not. I haven't been able to nail this down yet for sure.,10Conversocial - Our preferred platform for Social Media Customer ServiceIntelligent prioritization of actionable communications Custom workflows and assignments so each message can be routed to the appropriate agent Reports with not only the usual social/engagement stats, but also metrics that are compatible with traditional call center metrics to enable apples-to-apples performance comparisons. Full publication management capability on FB and Twitter for marketing posts Comprehensive permissions & drafting/approval tools to enable easy on-boarding of new users & agents Great interface - very easy to use and require minimal training. A key differentiator.,Could have more filtering options and improved search capability in the archives. UI clarity of back-end screens could be improved Integration of additional social networks would be welcome, especially LinkedIn, YouTube, & Instagram Mobile accessibility is fairly limited Analytics could be more flexible in terms of filtering and view options,Improved loyalty/retention Improved social sentiment Cost savings by addressing issues before they hit call center/email,10,10,50,2,Deployment of customer care team on Facebook & Twitter Publication of marketing content Monitoring/reporting,,,Vendor implemented Implemented in-house,10,Online training In-person training Self-taught,10,10,Customized the setting to fit our workflows.,No,10,10,10,9,CRM,,Pricing model is very transparent. Not much special negotiation - competitively priced from the outset.
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Conversocial
14 Ratings
Score 8.0 out of 101
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Conversocial Reviews

Conversocial
14 Ratings
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Score 8.0 out of 101

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Nolan Perry profile photo
August 11, 2014

Conversocial Review

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9
Our account rep at Conversocial has set up a call with me every two weeks to check in, talk about new features, or answer questions. I know I can email or call her for help anytime. Their support team also responds quickly.
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About Conversocial

Conversocial is a customer engagement platform that promises to deliver a unified approach to a new generation of customer care. The vendor says Conversocial enables hundreds of global brands including Google, Tesco and Hertz to ensure they are supporting in-the-moment resolution, at scale, to drive profitable and lasting relationships on all Social Messaging channels. Conversocial aims to create a clear digital path for brand and consumer engagement that combines excellent technology and services.

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Pricing

Does not have featureFree Trial Available?No
Does not have featureFree or Freemium Version Available?No
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Optional

Conversocial Customer Size Distribution

Consumers
0%
Small Businesses (1-50 employees)
0%
Mid-Size Companies (51-500 employees)
70%
Enterprises (> 500 employees)
30%

Conversocial Support Options

 Paid Version
Live Chat
FAQ/Knowledgebase
Social Media

Conversocial Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No
Supported Languages: English, French, German, Spanish